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QAD ERP Support Analyst - Tier 2

12 hours, 21 minutes ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Linux SOC
Apply Now
Pine Services Group

Pine Services Group

Pine Services Group supports top software partners and ISVs internationally by preserving their legacy and accelerating sustainable growth.

Internet Software & Services
View All Jobs 13

Description

  • Resolve advanced issues across QAD modules, including Order-to-Cash, Procure-to-Pay, Finance, Production, Inventory, and Reporting.
  • Advise clients on parameter settings, configuration optimization, workflows, and ERP usage best practices.
  • Troubleshoot posting errors, stuck processes, transaction mismatches, and variance reconciliations.
  • Support client functional testing and UAT cycles by validating fixes and providing issue feedback.
  • Understand and support end-to-end ERP flows across sales order, production, shipping, invoicing, and finance.
  • Collaborate directly with clients during live troubleshooting while maintaining professionalism under pressure.
  • Perform installations, upgrades, and complex changes in accordance with change management processes.
  • Mentor Tier-1 Analysts and Service Coordinators on advanced troubleshooting and ticket hygiene.
  • Participate in disaster recovery tests, security audits, and compliance reviews as required.
  • Document work clearly in tickets, runbooks, KB articles, and the Continuous Improvement Register using ITIL standards.

Requirements

  • 7–10 years of ERP/IT support experience, including at least 5 years in QAD/Progress environments.
  • Advanced knowledge in Application/Functional (APP) support and a working understanding of the Technical (TECH) stream.
  • Demonstrated ability to manage complex issues independently and under pressure.
  • Strong troubleshooting skills across ERP, infrastructure, or business process challenges.
  • Working knowledge of ITIL principles and their application in service delivery.
  • Excellent client communication skills, including clear writing, active listening, and de-escalation in sensitive situations.
  • Organized and reliable with the ability to prioritize and manage multiple requests simultaneously.
  • Detail-oriented with a proactive, problem-solving mindset.
  • Proficiency in Microsoft Office Suite.
  • Preferred certifications such as ITIL Intermediate/Strategic Leader, Progress DBA, QAD ERP Admin, Linux, or related.
  • Experience with integrations such as EDI, QXtend, and APIs, plus customizations like reports, queries, and extensions.
  • Security and compliance experience, including audit preparation and access reviews in controlled environments.
  • Exposure to regulated environments such as ITAR, SOX, SOC, FDA, FedRAMP, NIST, or CMMC.
  • Track record of leading process improvement projects logged in the CIR.

Benefits

  • Competitive benefits package including medical, dental, and vision coverage.
  • Generous PTO and company-observed holidays.
  • 401(k) with employer match.
  • Professional development opportunities.
  • Remote full-time work based in the US.
  • People-first culture backed by Pine Services Group.

Interested in this position?

Apply directly on the company website

Apply Now

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